Line Of Sight Care Limited

Updated 16 July 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by two inspectors and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave a short period notice of the inspection. This was because we wanted to ensure the registered manager would be available to support the inspection.

Inspection activity started on 19 May 2021 and ended on 24 June 2021. We visited the office location on 24 June 2021.

What we did before the inspection

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections.

We also reviewed information we held about the service.

We used all of this information to plan our inspection.

During the inspection

We spoke with 13 people who used the service, eight relatives and six staff by telephone.

We contacted stakeholders including the local authority and Healthwatch for feedback. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

We asked the provider to send us various records and documents that we reviewed before the visit to the office location.

We looked at further records during the visit to the office location. We also spoke with the registered manager and a coordinator.

Updated 16 July 2021

About the service

Line Of Sight Care Limited is a domiciliary care service providing personal care to people living in their own homes. At the time of the inspection, the service supported 50 people with personal care.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

People felt safe and well supported by staff. Staff knew how to report any concerns about people’s safety or welfare. Risks to people had been assessed and staff used this information to support people safely. Medicines were managed safely by trained staff. Staff followed infection prevention and control guidance to reduce the risk of infections. There were reviews of incidents and accidents, and preventative actions had been taken when needed.

People’s needs were assessed, and they were happy with the quality of their care. They were supported by staff who were appropriately trained for their roles. Staff felt supported by the management team. When required, staff supported people with eating and drinking, and they respected people's preferences and choices.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People and relatives told us staff were kind, caring and friendly. One person said, “Some of the carers (staff) are very good, I get on well with them. We often laugh and joke together.” Staff spoke fondly about people they supported, and they said they enjoyed working at the service. People were involved in discussions about their care and support. They had copies of their care plans and they reviewed these regularly with senior staff. People said staff supported them in a way that promoted their privacy, dignity and independence.

People said their care was planned and delivered in a way that met their individual needs. Staff understood people’s communication needs so that they could provide person-centred care. People’s complaints and concerns were dealt with in a timely way. Staff supported people at the end of their lives if this support was required.

People, relatives and staff were asked for their views about the service and felt listened to. The registered manager used their quality monitoring systems to identify any areas that needed further development. They made improvements when necessary. The registered manager worked closely with the care team co-ordinators and regional manager to help ensure a smooth transition and a good service for people.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.

Rating at last inspection

This service was registered with us on 10 August 2018 and this is the first inspection.

Why we inspected

This was a planned inspection based on the provider’s registration date and our monitoring of the service.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information, we may inspect sooner.